responsibilities, frequencies, operating methods, performance levels and control criteria. Technical specifications, maintenance plans, asset lists, activity sheets, SLAs, KPIs, evaluation grids, contracts and documents useful for comparing offers were prepared. The work integrated technical, organisational and legal expertise, avoiding the use of standard models that were not aligned with the actual reality of the properties. The result was a structured and governable tender system, capable of making suppliers’ proposals comparable, reducing ambiguities and unforeseen costs, and selecting services suitable for protecting operational continuity, quality of spaces and the reputational value of the brand.